Hospitality Manager

Role & responsibilities

1.

• Ensure top-tier

  guest/resident experience

   at all properties like concierge services, clubhouse operations, visitor handling and complaint redressal.
• Build a

  hospitality culture

   among on-site teams (security, front desk, maintenance, etc.)
• Organize

  community engagement activities

  , cultural events, and festive celebrations to build a vibrant living experience.

2. Standard Operating Procedures (SOPs)

• Create and implement

  hospitality SOPs

   for services like:
• Front desk operations
• Move-in/move-out process
• Visitor management
• Service requests
• Ensure SOP compliance across all sites through audits and training.

3. Vendor & Facility Coordination

• Coordinate with vendors providing hospitality services: valet, concierge, caf, housekeeping (common areas), laundry, etc.
• Work closely with the

  Facility Management (FM) team

   for seamless coordination of soft services.

4. Training & Grooming

• Train site staff (front office, housekeeping, security) in

  hospitality etiquette

  , grooming, soft skills, and communication.
• Conduct periodic refreshers and workshops on

  customer-centric behavior

  .

5. Multi-site Oversight & Audits

• Visit each site regularly to monitor hospitality standards.
• Conduct

  site-wise audits

   to evaluate service quality, staff conduct, and feedback implementation.
• Maintain a

  hospitality performance dashboard

   across projects.

6. Complaint & Feedback Management

• Set up a streamlined

  feedback collection

   mechanism (surveys, apps, helpdesk).
• Personally handle escalated complaints or grievances to ensure client satisfaction.

7. Branding & Aesthetics

• Maintain consistent

  visual aesthetics

   and branding in common areaslobbies, reception, lounges, guest suites, etc.
• Ensure branding aligns with the real estate company’s image of luxury/premium/service excellence.
• Recommend and support deployment of

  smart hospitality solutions

   (digital kiosks, visitor QR codes, etc.).

Preferred candidate profile

Good Knowledge of ERP

Strong data vsiualisation and analytical skills

Excellent communication and coordination abilities